The service attitude of the staff in this hotel is obviously polarizing.
Check-in was in the evening, and a young female staff member chatted with us while we were waiting, introduced the design of the hotel, and took the initiative to take photos of the family. The lobby was empty, and there was no place for the elderly people traveling with me to sit while they waited for me to check in. Kody assisted us in checking in that night. His service attitude was very friendly and polite. Although he was a little unskilled in paying the deposit with a Visa card, another female staff member finally stepped in to complete the transaction. When Kody sent us to the room, he enthusiastically introduced the design of the hotel and the bar on the top floor. We were very impressed with the doorman that night and several staff at the front desk, including Kody.
After entering the room, what comes into view is another building of the hotel, which has a strong visual impact. Only by walking to the bedside position by the window can we see the view of the Oriental Pearl Tower we booked. The unobstructed panoramic view is very beautiful! The decoration in the room smells rather pungent. I called the switchboard to request a purifier. Monica who answered the phone had a cold but polite attitude and introduced herself. Later, we found that the air conditioner could not be turned on, so we called Monica and asked Monica to arrange repairs. When she called for the third time, Monica seemed a little impatient when she answered the phone. Isn’t it her job to understand customer needs? Why do you show impatience? I'm confused about this.
At around 11 o'clock in the evening, when I was waiting for my friend to pick me up on the right side of the door, I saw several male employees wearing hotel uniforms gathering together to chat and smoke. Doesn’t the hotel have a designated smoking area for employees that is not visible to guests? Their attire represents the image of the hotel and this behavior is really disappointing.
We visited the bar on the top floor of the hotel that night and saw the stunning view of the Oriental Pearl Tower and the Bund. The photos are attached here. The price of a cocktail is 108, which is a reasonable price for such a beautiful view.
The air quality seemed to have improved upon returning to the room from the bar. However, after a night's sleep, I woke up with a headache, thirst, and stinging eyes. We originally booked two nights, but after negotiating with the hotel through Ctrip, they agreed to check out one day early. After handling the communication issues, I hurried to the public area downstairs to get some fresh air and enjoy the breakfast provided by the hotel. Breakfast is a semi-buffet style, the food tastes good, and the restaurant staff are also very active and enthusiastic.
When we returned to the room after breakfast, a staff member went to the wrong door and asked to help us close the window. Only then did we discover that the originally closed window could be opened.
When I checked out, I saw a linen cart pulling a load of pillows in the passenger elevator. I was shocked... I have never experienced having to squeeze into an elevator with a linen cart. I asked in disbelief: ”Is this a pillow?” The other party replied naturally: ”Yes.” During this period, there was another linen truck on the lower floor that wanted to come in, but saw that the elevator was full and had to give up.
When I checked out, I saw the police talking to the hotel staff. Several people were standing right in front of the check-out counter, blocking my way. I asked: ”Did something happen to your hotel?” Vincent at the front desk looked shocked and answered me: ”Nothing happened.” Later, a female staff member from Macau explained to me that there was an important meeting nearby. So the police came to inquire about the situation. I suggested that they could direct the police to a more appropriate location to communicate instead of blocking the front desk. However, they still didn't move. Vincent then asked me my name. There were several people standing closely next to me. For the sake of protecting privacy, I asked Vincent why he asked for my name while holding my room card holder. After all, I had already told him my room number. He looked shocked again... Then Yiko intervened and kindly told me that the computer system was faulty, so I needed to ask my name for a manual match. During this period, the girl at the front desk asked Vincent to stand aside. I sincerely thank this considerate young lady😅
Yiko asked me about my stay experience and I told the truth. He said that he would follow up and improve the problem with the linen truck, saying that this was something that should not be done, and took the initiative to add my WeChat account, expressing his hope that he can provide me with the best service next time. However, I didn't receive any messages after adding it.
While waiting for the taxi, the previously mentioned female staff member from Macau stayed with us, heard that we were from Hong Kong, and spoke to us kindly in Cantonese. The staff's patience and thoughtfulness greatly increased our favorable impression of the hotel.
